NORTH LANARKSHIRE COUNCIL

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REPORT

Subject: FINANCE AND CUSTOMER SERVICES SERVICE IMPROVEMENT PLAN 2006/07 to 2008/09: MONITORING REPORT

To: POLICY AND RESOURCES (FINANCE AND CUSTOMER SERVICES) SUB-COMM ITTEE

DIRECTOR OF FINANCE AND CUSTOMER SERVICES

I Date: 28 April 2008 1 Ref: AC/LM 1

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4.1

Introduction

The purpose of the report is to update Committee with details of progress towards achievement of the actions identified in the Finance and Customer Services Service Improvement Plan 2006/07 to 2008/09.

Background

The Service Improvement Plan 2006/07 to 2008/09 was approved by Committee in January 2007.

The Plan set out our aims to 31 March 2009 and identified how these aims would assist the Council in addressing our corporate priorities. It highlighted a number of Planned Improvement Actions to be tackled during 2007/08 to fulfil these strategic aims.

The report to Committee on the Service Improvement Plan 2007/08 to 2009/10 in January 2008 outlined what had been achieved to the end of September 2007 and provided details of action planned to the end of March 2008. This report completes the process and describes action taken during the full year to 31 March 2008.

Progress Report

We identified 10 Planned Improvement Actions as those that would bring about the most significant improvement in terms of service delivery, customer focus, efficiency, Best Value and improved performance.

The attached report demonstrates that we have largely completed the tasks set out in the Service Improvement Plan for 2007/08. Two outstanding actions remain, relating to the implementation of a new debtors system and a replacement cash receipting system. There were delays in receiving working systems from suppliers, causing a delay in testing. Implementation is scheduled to be completed by June 2008.

Action is required to progress the actions assigned for 2008/09. This will be reported to Committee during the year as part of the monitoring process of the Service Improvement Plan 2007/08 to 2009/10.

Recommendation

It is recommended that Committee:

Notes the implementation of the Finance and Customer Services Service Improvement Plan 2006/07 to 2008/09.

Executive Director of Finance and Customer Services

Description of Planned Improvement Action: FS 1

Associated Key Action Ref No(s):

Develop a 1 O-year Financial Plan for the Council

2.1

Potential impact

Improved basis for making decisions on service planning through longer-term forecasting of grant funding, efficiency savings, council tax levels, etc.

0 Identification of options for efficiency savinas and council tax levels

0 Forecasting of funding sources and service 0 Production of a Financial Plan covering the 1

0

expenditure needs 1 period 2008/09 to 2017118 Identification of options for efficiency savinas and council tax levels

Y I

Progress or actual outcomes to 31 March 2008: 0

0

0

Outline 10 year financial model created and sensitivity analysis undertaken and applied in the development of the budget forecast for 2008-201 1 Assisted in identifying future efficiencies for the Schools and Centres 21 funding framework Work commenced to update outline plan for 2008109 to 201 7/18 for inclusion in the Council’s Financial Plan

Description of Planned Improvement Action: FS 2

Improve the financial management controls function across the Council

Potential impact

Improved financial management systems in place across the Council through the integration of the corporate finance function and financial services operated in services

Final completion year or date

Phases or elements for 2007108 I I 0 Review of current financial management

arrangements

March 2008

Anticipated outcomes

0 Improved financial management to assist services to achieve their key service objectives

0 Improvements in administering authority’s financial affairs in accordance with Section 95 and Dart 7 of Local Government Acts of

0 Regular meetings of Finance Officers Working Group held, resulting in o

o o o

standardised revenue budget monitoring report being introduced to CMT/ Committee reporting from period 7 onwards various standard “costing” exercises being progressed existing Schemes of Financial Delegation being reviewed consideration of appropriate mechanisms for developing all finance staff, including information to establish a training programme for Finance professionals regardless of

Implement integrated Council Billing, Collection and Recovery systems for Sundry Debtors

Potential impact

Provision of single platform for joint recovery with Legal Services, Provision of an integrated MIS suite, and enhanced recovery functionality

Final completion year OP date

Phases or elements for 2007108

0

0

Specification and Tender for system requirements Implementation of new Debtor System

Progress or actual outc

March 2008

Anticipated outcomes

0 Improved joint recovery between Debt Recovery and Legal Services Realignment of system administration resources to debt recovery Enhanced MIS reporting and targeting of debtors

0 Specification and tender completed with award to Ash systems 0 Implementation plan progressing in conjunction with Legal Services 0 Test System installed and being populated / customised for NLC operation 0 Implementation date deferred to follow on from upgrade to the corporate financial management

svstem. eFinancials - _ _

Associated Key Action Ref No(s): 2.17

Description of Planned Improvement Aotign: RS 2

Extend the Council's Collaborative Procurement and Strategic Sourcing

Potential impact

Reduction in the cost of goods and services and achievement of the Council's Savings Targets

Centre of Expertise

0 Identification of procurement savings, Droiects and deliverv durina 2007/08

I recommendations

Deliverance of Savings Target I * - I

Prggress or actual outcomes to 31 March 2008: Scotland Excel successfully launched on 1" April 2008. Twenty five local government organisations formally 'signed up' to Excel by launch date. Number of procurement projects identified and delivered, savings target of f750'000 achieved. Public sector procurement reform programme (McClelland Report) is a five year change

Description of Planned Improvement Action: RS 3

1 Implement a new corporate Cash Receipting system

Potential impact

Standardisation and integration of Council’s cash capabilities leading to more effective use of resources

Final completion year or date

Phases or elements for 2007108

March 2008

Anticipated outcomes

0 Facilities and Structure Review 0 Rationalisation of resources within Cashier

0 Specification, Tender and Implementation of Operation of a single integrated system for Sections

svstem Cash. Web. TeleDhone Pavments 1 - - 1 - -,- - - -, - - - - _ _ _ _ _ _

I Progress or actual outcomes to 31 March 2008: tionality Assessment and upgrade of existing system agreed with Capita System specified, development of operating environment progressing

s progressing with

I Description of Planned Improvement Action: RS 4

Integrate Council Tax Collection and Housing Benefit functions within Finance and Customer Services

Potential impact

1 Reduction in the cost of service delivery while sustaining existing service levels

December 2008

Anticipated outcomes

Final completion year or date i

Phases or elements for 2007108

Staff structure and accommodation Achievement of Council Savings Target

Improved joint working and system Provision of improved, integrated service to rationalisation

develop men t (e. g . D I PNVo rkf low) claimants and payees . - . -

Progress or actual outcomes to 31 March 2008:

e

Merger report and staff structure submitted to Committee in September 2007 and appointments / matching to posts completed Achievement of annualised savings of f 247,000, reduction of 16 posts and continued delivery of service targets Deployment of DIPNVorkflow across the joint service area providing integrated and

Assist the Council to take forward the Efficient Government and Shared services Agenda

Potential impact

To free resources from back office functions for investment in frontline services. Calculate the level of cash releasing and time releasing savings achieved.

Final completion year or date

Phases or elements for 2007108

Participate in Pathfinder projects with other co u nci Is

Identify activities for potential shared services solution

Develop action plans for implementation, where appropriate Identify staff and provide appropriate training to ensure they have appropriate skills and resources to assist services

Progress or actual outc

March 2008

Anticipated outcomes

Activities assessed and plans for implementation commenced for suitable activities Appropriate staff trained and resourced to assist in implementing shared service solution

mes to 31 March 2008:

Continued involvement at national and pathfinder authority levels to maintain awareness of the activities and progress awaiting the Council’s decision on progressing this action:

0

0

0

Maintaining active involvement with Glasgow Pathfinders project Continued dialogue with Improvement Service Key EGASD member of staff allocated (involved in Pathfinder project). Attended all relevant workshops to:

0

0

0

Be aware of the Shared Services toolkit developments Engage with other authorities to establish a network for sharing experiences Learn about any success stories or pitfalls

Associated Key Action Ref No@): 2.3, 2.21, 2.27

Descriiption of Planned Improvement Action: EGASD 2

Deliver the Customer First agenda to improve local customer services

Potential impact

Development of a local Citizens’ Account, corporate Address Gazetteer and Smartcards

Final completion year or date

Phases or elements for 2007108

0 Identify potential developments Analyse requirements

Design application models

0 Build infrastructure

March 2008

Anticipated outcomes

New services added to Smartcard Additional on-line services available to the public Upgrade existing back office applications to use corporate gazetteer Improved and additional services through the Customer Contact Centre Improved access, layout and facilities within First Stop Shops Expand and improve the range of services delivered through the First Stop Shops commencing with a pilot in Brandon Parade

Smart Card, National Entitlement Card (NEC): The NEC Young Scot card has now replaced the NLC Young Scot card. The NEC is now being used for cash less catering in schools, and ‘show and go’ on public transport. Readers have now been installed in libraries to allow the NEC to be used as a library card. On line services now include: reporting a missed bin, missed bin pull out, a damaged bollard or guard rail, a faulty pedestrian crossing and faulty traffic lights. It is also now possible to request a bin pull out and to request graffiti removal. Use of the Corporate Address Gazetteer (CAG): NLC has now joined nine existing councils working on the National Infrastructure and how it will work with the CAG and the Local Citizens Account. The NLC Gazetteer is now complete and scheduled updates are now being fed to the national Gazetteer. Local View (utilising the CAG) has now gone live on the intranet and this provides web based access to a range of GIS tools, functions and data layers to all Council employees with access to ConnectNL. Council systems including Council Tax, Non-domestic Rates and the CAG are being used to create our local Citizens Account. The Customer Services Strategy is currently undergoing public consultation. Feedback will be used to improve existing services and identify new services that can be provided through the Customer Contact Centre, the First Stop Shops and the Web. The pilot in Brandon Parade is now complete. Findings from this pilot are now being used to look at how we can improve access, layout and facilities for our customers and how we can move forward with a focused Customer Services Function.

Develop the Service Delivery Partnership, take advantage of new technology solutions and take forward the Modernising Government agenda

Potential impact

Deliver service improvements within the new e-Government and Development Division

Final completion year or date

Phases or elements for 2007108

March 2008

Anticipated outcomes

0 Align resources to modernising government priorities

0 Identify potential telecommunications rationalisation and integration opportunities

0 Analyse requirements for the Wintel Enterprise Environment

0 Review potential service improvements

0 Review and expand alternative working methods

1 0 Divisional structure

Extend current wireless locations

Backup methodology for Wintel environment

0

0

0 Implement field working pilot

Operational controls specific to Wintel environment Introduce a number of service improvements

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Progress or actual outcomes to 31 March 2008: 0 Divisional structure complete 0 Backup methodology Phase I to establish a Backup & Recovery strategy complete 0 Backup Methodology phase II issue tender for hardware and software complete 0 Assessment of potential telecommunications rationalisation projects complete. Wireless Point

to point solution installed at Stepps/Chryston, Bron Way, 11 0 Merry St. and Civic Centre Touchdown Room Self Service password reset facility being implemented Social Work field workina pilot successfullv completed

0

0 U ,

Associated Key Action Ref No(s): 2.24 - 2.26

Improve service delivery through continuing to develop and motivate staff

Potential impact

Staff are kept fully informed of changes within the Council and Service in a timeous, sensitive manner and, wherever possible, have opportunities to feedback regarding suggestions and issues. All staff have the same opportunities to be developed and trained.

Final completion year or date

Phases or elements for 2007/08

0

0

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Team Briefings and other staff meetings carried out on a regular and timeous basis Staff have suitable opportunities to feedback both individually and as a team Managers fully trained and briefed Results monitored using staff survey and Internal Reviews

March 2008

Anticipated outcomes

Staff are fully trained and up-to-date with d eve I op m e n t s

0 Staff are motivated

Staff skills are retained within the workforce 0 The Service is flexible and able to adapt to

changes 0 The Service continues to improve the

0

0

0

PDR interviews for 2007/08 and 6-month updates completed PDR interviews for 2008/09 underway Staff training requirements identified and training provided as appropriate

Associated Key Action Ref No(s): 2.33